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Data regarding water supply issues in Cranleigh and neighbouring villages

Zöe Franklin made this Environmental Information Regulations request to Thames Water Commercial Services Limited
You only have a right in law to access information about the environment from this authority
This request has been closed to new correspondence. Contact us if you think it should be reopened.

We're waiting for Zöe Franklin to read recent responses and update the status.

Dear Thames Water Commercial Services Limited,

I writing to request the following information regarding water supply issues in Cranleigh, Surrey, and the surrounding area including the following postcode sectors GU4 8, GU5 0, GU5 9, GU6 7, GU6 8, GU8 4, RH5 6, RH12 3, RH14 0.

1. The number of leaks identified/reported in 2022 and the time it has taken to fix each incident.
2. Details of all periods of reported low water pressure for the area during 2022 and the time taken to resolve the incident
3. Details of all water outage incidents for the area during 2022, the number of households impacted for each incident and the time period households were affected in each instance.
4. For each water outage incident the proportion of a) domestic customers and b) business/commercial customers who received or will receive compensation and the average compensation amount per incident.

Thank you for your assistance on this Freedom of Information Request and I look forward to receiving your reply within the required period.

Yours sincerely,
Zöe Franklin
Liberal Democrat Parliamentary Candidate for Guildford Constituency

Thames Water Commercial Services Limited

Hello,

Thank you for getting in touch.

We're working hard to respond to all enquiries as fast as we can, and we
will aim to get back to you within 10 working days - but at the moment it
could take us a little longer. We'll contact you as soon as possible, so
you don't need to do anything else at this stage.

If you've got questions regarding your bill please visit our dedicated
help pages - We've got lots of helpful information available online. If
you're struggling or unable to pay your bill, we're here to help over the
phone Monday to Saturday on 0800 980 8800.

If you're moving home, you can tell us by using our online form, or call
us Monday to Saturday on 0800 980 8800.

Remember, if you have an emergency such as sewer flooding or you have no
water, we are on hand to help 24/7 through our helpline - just call 0800
316 9800.

Best regards,

Thames Water Customer Care.

Visit us online www.thameswater.co.uk , follow us on twitter
www.twitter.com/thameswater or find us on www.facebook.com/thameswater.
We’re happy to help you 24/7.

Thames Water Limited (company number 2366623) and Thames Water Utilities
Limited (company number 2366661) are companies registered in England and
Wales, both are registered at Clearwater Court, Vastern Road, Reading,
Berkshire RG1 8DB. This email is confidential and is intended only for the
use of the person it was sent to. Any views or opinions in this email are
those of the author and don’t necessarily represent those of Thames Water
Limited or its subsidiaries. If you aren’t the intended recipient of this
email, please don’t copy, use, forward or disclose its contents to any
other person – please destroy and delete the message and any attachments
from your system.

Thames Water Commercial Services Limited

Thames Water
Customer Relations
PO Box 436
Swindon
SN38 1TU

Telephone:  0800 009 3932

Email: [1][email address]

06 September 2022

Our Ref: 33494490

Water supply issues across Cranleigh and Guildford

Dear Ms Franklin

Thank you for taking the time to write to us regarding the no water issues
affected by the hot weather and the incident at our Netley Mill water
treatment works. I have contacted the relevant teams and hope the below
provides an update.

I have passed your information over to our Environmental Information
Requests team to provide you with the information regarding the number of
properties affected by the no water and low pressure issues. They will be
in contact with yourself within 20 working days to provide a further
update on your request.

Water Supply Interruption

In relation to unplanned water interruption’s, we’ll pay a Customer
Guarantee Scheme (CGS) payment when there is no water in the mains to
supply our customers after 12 hours of being made aware of an issue.

It may be helpful to explain, when it comes to calculating the duration of
supply interruptions, to ensure a consistent approach, we follow industry
wide methodology. This is in line with guidance from Ofwat, the water
sector regulator for England and Wales. It’s important that one single
method of calculation is used to ensure CGS payments are made, or not, in
a fair and consistent way.

Our statutory requirement, put in place by our regulators Ofwat, is to
provide a minimum of 0.3 bar of pressure where our pipework responsibility
ends at the Outside Stop Valve (OSV).

You can find out more information on our CGS on our website [2]here.

CGS payment

I understand you’ve asked how the resident affected by the most recent
supply problems (GU5, GU6, GU8, RH4, RH5, RH12) will be compensated.
Please be assured, our Water Interruptions team are currently
investigating this event. As this was a large spread event this may take
us a few weeks to process these payments. The residents who are eligible
for a payment will have this credited into their water services account
and we’re hoping to make these payments within the next 20 working days.
If we don’t make these payments within timescale, then we pay household
customers a further £20.00 as a late penalty fee payment. If the residents
don’t have an account with us then we may send a cheques instead.

 

Next steps

As there isn’t anything further, I can assist with at this time, I’ll
bring your case with me to a close today. Please be assured, if you’ve any
further queries or need additional support, your case can be re-opened at
any time.

It may be helpful to mention, for all email contact, we’ll respond within
a maximum of 10 working days. The quickest way to contact me is by calling
0800 009 3932. I’m usually available between 8am and 5pm, Monday to
Friday. If I’m not available when you call, you can leave a message and
I’ll return your call as soon as possible, or one of my colleagues will be
happy to help.

Contacting us in future

You may be interested to know, for future reference, you can report some
of the most common issues, such as blockages and leaks, on our website
[3]here. If no existing issues show up after searching your address, click
on the map to start a new report.

For future reference, the quickest way to get in touch to report issues,
or for any other advice, is to contact us on [4]Twitter or [5]Facebook.
We’re available 24 hours a day, 365 days a year. Alternatively, should you
prefer to call us, our Customer Contact Centre is available on 0800 316
9800. Lines are always open.

Yours sincerely

Douglas Parker

CEO Office Manager

To view the Thames Water complaints procedure, please [6]click here

Visit us online www.thameswater.co.uk , follow us on twitter
www.twitter.com/thameswater or find us on www.facebook.com/thameswater.
We’re happy to help you 24/7.

Thames Water Limited (company number 2366623) and Thames Water Utilities
Limited (company number 2366661) are companies registered in England and
Wales, both are registered at Clearwater Court, Vastern Road, Reading,
Berkshire RG1 8DB. This email is confidential and is intended only for the
use of the person it was sent to. Any views or opinions in this email are
those of the author and don’t necessarily represent those of Thames Water
Limited or its subsidiaries. If you aren’t the intended recipient of this
email, please don’t copy, use, forward or disclose its contents to any
other person – please destroy and delete the message and any attachments
from your system.

References

Visible links
1. mailto:[email%20address]
2. https://www.thameswater.co.uk/about-us/p...
3. https://www.thameswater.co.uk/leak/
4. https://twitter.com/thameswater
5. https://www.facebook.com/thameswater
6. https://www.thameswater.co.uk/media-libr...

EIR Requests, Thames Water Commercial Services Limited

1 Attachment

Thames Water Utilities Limited
EIR Requests
Clearwater Court
Vastern Road
Reading
Berkshire
RG1 8DB

Email: [1][email address

22 September 2022

Our Ref: EIR-22-23-256

Environmental Information Regulation (EIR) Request
Dear Ms Franklin

Thank you for your e-mail dated 23 August 2022 which has been passed to me
to respond to.  Please see our response below to your request as set out
in your e-mail.

Your Request

I writing to request the following information regarding water supply
issues in Cranleigh, Surrey, and the surrounding area including the
following postcode sectors GU4 8, GU5 0, GU5 9, GU6 7, GU6 8, GU8 4, RH5
6, RH12 3, RH14 0.

1. The number of leaks identified/reported in 2022 and the time it has
taken to fix each incident.
2. Details of all periods of reported low water pressure for the area
during 2022 and the time taken to resolve the incident
3. Details of all water outage incidents for the area during 2022, the
number of households impacted for each incident and the time period
households were affected in each instance.
4. For each water outage incident, the proportion of a) domestic customers
and b) business/commercial customers who received or will receive
compensation and the average compensation amount per incident.

Our Response

Please find attached a spreadsheet detailing all leaks, low pressure and
supply interruptions for the post codes requested in 2022 (Data for EIR
Request 22-23-256.xlsx).

Please note that in respect of point 2 and low pressure, the way our water
supply network is structured does not align with boundaries or post
codes.  We utilise district metered areas (DMAs) and within those,
Critical Pressure Points (CPP’s).  Our CPP’s in turn have a zone of
influence which can cover multiple post code areas, some of which may not
be in your area of interest.

In respect of point 4 - there have been 20 Operational / Network incidents
in 2022. The compensation cost to our customers total £395,295. This
impacted a total of 8,239 properties and was split between 7,800
residential properties and 439 commercial properties.

We have had 2 major incidents at our Netley Mill Water Treatment Works.

• There was a power failure in February 2022 which was caused by storms
which impacted the pumps and the local reservoirs - Compensation paid
was £141,540 (1,956 residential incident and 130 commercial
properties).

• A site outage occurred due to Water Quality (WQ) concerns in August
2022, due to the heatwave our local reservoir levels were low which
delayed the area getting back to normal - Compensation paid was
£208,290. (4,976 residential properties and 272 commercial properties)

The remaining 18 incidents were due to network assets such as burst mains
and valve failures. Compensation paid for these incidents totalled £45,465
(868 residential properties and 37 commercial properties).

Disclaimer

The information provided with this letter is taken from the information we
hold on our records as at the date indicated. We cannot guarantee the
accuracy of this information and it should not be relied on for any
purpose.

Retention

Please note that we will also retain a record of your request to allow us
to evidence our compliance with the law relating to EIR.

Charging

Although in accordance with our published charging regime, we are able to
charge fees/costs for dealing with requests under EIR, on this occasion,
we have chosen not to do so. We reserve the right to charge in accordance
with the fees published on our website for any requests, now or in the
future.

For more information about our interim charges scheme please click
[2]here  (please note that you will need to use an up to date web browser
and that the web pages will not support access by an older browser, such
as Internet Explorer).

Should you have any questions, please don’t hesitate to contact me.

Internal Review

If you are dissatisfied with the handling of your request, you have the
right to ask for an internal review.  Internal review requests should be
submitted within three months of the date of receipt of this response and
should be addressed to the Environmental Information Requests Manager and
emailed to [3][email address]

If you are dissatisfied with the outcome of the internal review, you can
apply, without charge, to the Information Commissioner, who will consider
whether Thames Water has complied with its obligations under the EIR, and
can require Thames Water to remedy any problems. You can find out more
about how to do this, and about the EIR in general, on the Information
Commissioner’s website at: [4]www.ico.org.uk. 

Yours sincerely

Paul

Paul Bridgens

Data Protection Advisor

Data Protection Investigations

Attachment(s):

• Data for EIR Request 22-23-256.xlsx

Visit us online www.thameswater.co.uk , follow us on twitter
www.twitter.com/thameswater or find us on www.facebook.com/thameswater.
We’re happy to help you 24/7.

Thames Water Limited (company number 2366623) and Thames Water Utilities
Limited (company number 2366661) are companies registered in England and
Wales, both are registered at Clearwater Court, Vastern Road, Reading,
Berkshire RG1 8DB. This email is confidential and is intended only for the
use of the person it was sent to. Any views or opinions in this email are
those of the author and don’t necessarily represent those of Thames Water
Limited or its subsidiaries. If you aren’t the intended recipient of this
email, please don’t copy, use, forward or disclose its contents to any
other person – please destroy and delete the message and any attachments
from your system.

References

Visible links
1. mailto:[email%20address]
2. https://corporate.thameswater.co.uk/abou...
3. mailto:[email%20address]
4. http://www.ico.org.uk/

We don't know whether the most recent response to this request contains information or not – if you are Zöe Franklin please sign in and let everyone know.